Research On HRB Airport Service Quality Improvement

The report of the 19 th CPC National Congress pointed out that China’s economic and social development have shifted from high-speed growth period to high-quality development,this is the direction of social development after our country enter to the new era and new development stage.The Fifth Plenary Session of the 19 th Central Committee of the Communist Party of China called for further implementation on the concept of high-quality development in order to achieve rapid economic and social development during the “14th Five-Year Plan” period and to achieve the goal of building a socialist modern country in 2035.This requires all fields and industries in our country to construct a new development pattern,to innovate development ideas and concepts,formulate the new economic policies,and make every effort to promote high-quality development.The civil aviation industry is a basic industry in the national development strategy,promoting the high-quality development of the civil aviation industry can not only support and lead the construction of the economic system in the process of china’s socialist modernization construction,but also can contribute to improve our country’s transportation system.For this reason,as one of the important industries,the civil aviation industry must concentrate on promoting the high-quality development.In addition,in recent years,with the development of social and economic in domestic and abroad,and the increasing demand of the people for high-quality life,the service quality of the civil aviation industry,especially in airlines and airports,has gradually attracted the attention of the society and business operators,the service quality is not only important on measuring the development of the enterprise but also an important factor in measure whether a company is competitive.As an international aviation hub airport,HRB airport faces the challenge of diversified customer service demand and it’s limited service level.Therefore,in order to meet the needs of the rapid development of the airport,continue to improve the quality of passenger service at HRB airport,and enhance the high-quality development of the airport,the article will research the quality of passenger service at HRB airportThe paper first introduced the basic situation and the passenger service of HRB airport,combined with the current situation and service quality evaluation of the airport,analyzed the HRB airport service quality management problems and reasons in HRB airport organization,infrastructure and equipment construction,building of talent team and service quality management systems from five dimensions of SERVQUAL model,then proposes that the HRB airport should set up the special service management organization and service supervision organization to improve the reliability of airport service;to strengthen the construction of airport infrastructure facilities and intelligent equipment to enhance the tangibility of airport service;to establish and improve the service training and evaluation mechanism,improve the service evaluation mechanism,and improve the working ability of employees to improve the airport service assurance;to establish and improve the service management system,improve the responsiveness of airport services,and change the service concept to enhance the empathy of airport services,then improved the HRB airport service quality systematically.Finally,several aspects such as establishing and improving the organization,increasing capital investment,strengthening the construction of rules and regulations and corporate culture,and insist on the correct service concept have put forward as safeguard measures to improve the service quality.